Expert: DebiN - 7/28/2009

Question
I have a now_personal_liability account with NBI.
I also have a family account with 3 lines and with regular ( I guess local ) billing and I want to take my personal number to the family acccount as an additional line.

All lines are same area code - so it is not about different geographies.

However I have been told by ATT and various people that the only way to do this is to take the family lines and go to NBI - instead of other way around.

I am not particularly happy with the account level service that I get on NBI ( compared to the service that I get on family account ).

So I guess my question is:  Are there any down sides to going to NBI ? Is there any systemic reason that customer service can be poor ? I am not talking technical part here. I realize that all calls will come from the same tower etc. Just the customer service.

Answer
I can assure you that the level of service that you receive has absolutely, positively nothing to do with whether your account is on NBI. This is a billing system behind the scenes and has nothing at all to do with service. You cannot take your lines that are on an NBI account and move them to a non-NBI account. It's not possible. Once lines are in NBI, they are always in NBI. If you want to consolidate your lines, you will have to move the non-NBI line to the NBI account and there is no way around this, I'm afraid. The accounts dont' have a different customer service or anything. It is all the same, I promise. Move the line over if I were you so that you don't have to worry about having separate accounts. Thanks. DebiN